Overview
Vemcount automatically sends health-check email alerts when sensors go offline or when the difference between IN and OUT counts exceeds a configured threshold (commonly ±5% or ±10%). This article explains what these alerts mean, how to read them, and what action to take.
Types of Automated Alerts
1. Sensor Offline Alert
Triggered when a sensor has not communicated with the Vemcount platform for 2 or more hours.
What the alert contains:
Location name
Sensor name and ID
Last seen timestamp
IP address and MAC address
Immediate steps:
Check whether the sensor's network connection is active (ethernet cable, switch port, router).
Power-cycle the sensor — a reboot resolves most temporary offline states.
Verify the IP address shown in the alert is still reachable on the local network.
If the sensor remains offline after a reboot, contact support with the sensor ID and last seen timestamp.
2. IN/OUT Discrepancy Alert (±5% or ±10%)
Triggered when the difference between people entering (IN) and people exiting (OUT) exceeds the configured threshold over a given period.
Example alert content:
Location and sensor ID
Percentage difference between IN and OUT counts
Today's total sum (IN and OUT values)
Understanding IN/OUT Discrepancy
A perfect IN/OUT balance (0% difference) is rarely achievable in real-world environments. The following are normal:
Small variances (under 5%) — typically within normal sensor behaviour, especially at high-traffic locations.
Moderate variances (5–15%) — may indicate sensor positioning drift, a partially obstructed field of view, or a very low total count (where one extra person creates a large percentage swing).
Large variances (15%+) — warrant investigation. Common causes include a miscalibrated counting line, a sensor in rescue/error mode, or a counting line that partially overlaps an area counted by another sensor.
Common Causes of High IN/OUT Difference
Counting line covers an area also visible from the outside (passers-by counted as entries)
Sensor has been physically repositioned since last calibration
Very low traffic volumes (e.g. 1 IN, 0 OUT = 100% difference — not statistically meaningful)
Sensor in rescue mode or experiencing a firmware issue
Dual-entrance configuration where one sensor is offline
When to Contact Support
You do not need to contact support for every health-check alert. Reach out if:
A sensor remains offline for more than 24 hours despite a reboot and connectivity check.
The IN/OUT discrepancy persists above 15% for more than 2–3 consecutive days.
The discrepancy started suddenly following a physical change at the entrance (renovation, door repositioning, new display unit).
You suspect the data quality is affecting your footfall reporting.
When contacting support, include the location URL from Vemcount and the date range showing the issue.
Managing Alert Recipients
Health-check alerts are sent to designated email addresses configured per account. To add or remove recipients from alert emails, submit a support ticket specifying the location(s) and the email address(es) to add or remove.